Karen Ellis joins us from the Chief Customer Officer Exchange
and, among other things, discusses her roughly 15 years
at Hartsfield–Jackson Atlanta International Airport- the
busiest airport in the world. It turns out that leadership at the
airport likes that distinction and manages the organization to stay
on top- receiving various awards for being the most efficient
airport. Karen shares details on the Customer Experience Training
program that she modeled after Disney and built over 9 years. The
program brought together employees from the airlines, concessions,
parking, security…even the TSA learning the unified standards for
the airport in appearance, behavior and service. Karen shares that
passengers absolutely noticed the results…and she’s brought that
training program forward to her new post.